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Managed Services The Easy Way. Wayne Small [SBS-MVP] SBSfaq.com Pty Ltd. Our Goals. Discuss providing Managed Services to SMBs Provide better solutions to our clients Reduce cost to provide the solution Use out of the box solutions Integrated multiple vendors Stretch your thinking.
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Managed Services The Easy Way Wayne Small [SBS-MVP] SBSfaq.com Pty Ltd
OurGoals • Discuss providing Managed Services to SMBs • Provide better solutions to our clients • Reduce cost to provide the solution • Use out of the box solutions • Integrated multiple vendors • Stretch your thinking
Who am I ? • Correct Solutions – Sydney based IT Reseller • 13 Staff • 10 yrs old • SBSfaq.com • www.sbsfaq.com • Trainer / Author / Community Advocate
Definition of Managed Services • What are Managed Services • Everyone is different!
Traditional Break/Fix • Based around hourly rates • Fixed $ profit per hour • How many hours in a week? • Reactive • Blocks of hours • Fixed price (based on hours)
$ Time Traditional Profit Model Examples courtesy of Kaseya
Managed Services • Based on per device / user • Variable $ per device / user • Automation to reduce OUR time to do the work • Proactive • Less Stressful for YOU
Managed Services Profit Model $ Time Examples courtesy of Kaseya
Step away from the hourly $ • Clients want lowest rate / fastest response • Competitors focus on your rate not the outcome • Income stream is NOT predictable • If you do your job well you don’t get paid at all !!!
How to make it happen • Decide on a rate per user / device • Get an agreement in place • Highlight what is covered • Lock the customers in place • Improve efficiency via automation • Reduce the time it takes you to provide the same services
What's included? • Basic monitoring • Backup and Recovery • Patch Management • Virus/Spyware control/response • Remote support • What else?
How to Structure the agreement • It’s up to you • Suggest you create multiple levels of agreement
L1 L2 L3 Per-PC Cost $10-$30 Patch Management System Log Monitoring Virus Protection Daily System Audits Monthly Reports 24 Hr Response Per-PC Cost $45-$75 Limited Help Desk Application Deployment Application /HW change Security Log Monitoring Spyware Removal Bandwidth Usage Asset Management Remote Management 4 Hr Response Per-PC Cost $70 -$100 End User RC Desktop Policy Enforcement Unlimited Help Desk Limited On-site BU-DR Weekly Reporting 2 Hr Rapid Response Desktop SLA Examples Examples courtesy of Kaseya
L1 L2 Per-Server Cost $195-$295 Patch Management Remote Management Event Log Monitoring Backup Reporting Hardware Changes CPU Load 4 Hr Response Per-Server Cost $300 - $800 Exchange Monitoring Security Log Monitoring Application Deployment Service Monitoring and Notification Backup Reporting SQL Monitoring Disaster Recovery (DR) 1 Hr Rapid Response Server SLA Examples Examples courtesy of Kaseya
Benefits to the Client • Fixed monthly fee • Improved uptime, security • Service Level Agreement in place • Allows us to focus on strategic value rather than break/fix • Tell the client “I NOW get paid for doing a good job”
Pre-Packaged Solutions • Kaseya • Level Platforms • Hound Dog • All good solutions – but what can we do out of the box?
Other Options • SBS 2003 Monitoring and Reporting • IBM Director • Other low cost tools
Solution Requirements • Track key information on servers • Monitoring and alerting • Remote Access to systems • Integrate 3rd party products
Combining Products • Microsoft • SBS 2003 R2 • OneNote • Trend Micro • CSM v3.5 for SMB • IBM • IBM x Series Servers • Netgear • Managed Devices
Key Information on Servers • OneNote 2007 • Shared notebooks • Create Templates for site information • Replication of data • Custom Databases for larger organisations
SBS 2003 R2 • New Features • Update Services – Patch Management • Improved licensing for 2nd Servers • Under utilised features • SBS Backup – Disaster Recovery • Monitoring and Reporting
Update Services • Email you daily with your patch status on your network • Show you the computers that are not being included in patching? • Auto approve some patches based on requirements? • Only download patches that are NEEDED
Update Services – How it works • WSUS 2.0 at the core • Additional GPO, tasks and wizards • Configure via SBS Console
Update Services – Extending it • Non LAN based assets • Publishing WSUS • Extra computer groups
SBS Backup • Works well • Captures email, AD, open files • Minimal recovery time • Install CD1 then restore from tape • Can be sent alerts for backup success and failure • Attach backup logs to SBS Reports
Monitoring and Reporting • Out of the box config is ok • Needs tuning to individual environments • Health Monitor @ the core • Extending Monitoring and Reporting • Custom Alerts • Monitoring other critical computers
Modifying Alerts • Allocated Memory Alert • Default is 2GB • Modify via the SBS Console
Adding info to alerts • Make the alerts more useful • Allows you to track what is “normal” • Done via Health Monitor
Custom Alerts - Backup • Allows more granular alerting • Successful Backup • App Log • Source: ntbackup • Event ID 8019 • Info Event
Custom Alerts - Security • Failed Login Attempts • Security Log • Source: Security • Event ID 529 • Critical Event
Additional Event Logs • Can be created by script • Used for logging whatever you want via script • Additional logs will appear in SBS Reports
Additional Computers • Healthmon can be installed on other computers • CD3 • Healthmon21 Directory • Install Agent only • Configure alerts and functions individually
SBS + Vista = Can be done. • Ripcurl Patch – aka KB 926505 • Enables Vista to be added the SBS way • Works on SBS 2003 SP1 and SBS 2003 R2 • http://support.microsoft.com/kb/926505/en-us
Trend Micro • Used to provide protection to my clients • Antivirus • Antispyware • Antispam • Reporting on success !
Upgrades.. • CSM 3.0 Key code works • Inplace from 3.0 to 3.5 = fine • Inplace from 2.0 to 3.5 = fine • OEM v2.0 may have some issues
Features we use • Antivirus/Antispyware • Antispam • Client side management • Vulnerability Assessment • Cross check against SBS Update Services
Antispam Example • John Smith = Honeypot • No real email • 95% SPAM • Client Managed • Alerts if too high
Extending it for Managed Services • Notifications • Logging to event logs • SNMP Traps